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  • TJ Keitt

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  • For Application Development & Delivery Professionals

    Report

    Report A Framework For Designing AI-Human Interactions

    Building Compelling Experiences Requires A Multilayered Technology Approach
    March 15, 2017 | Rob Koplowitz, TJ Keitt

    We are on the verge of an era in which computers will augment our ability to anticipate, identify, and adapt to changes in our personal and professional lives. The systems that enable such...

  • For Customer Experience Professionals

    Report

    Report Customer Success Management Is The Key To Outstanding B2B Customer Experiences

    CX Leaders Must Embrace Customer Success Management To Ensure Customer Loyalty
    January 5, 2017 | TJ Keitt

    For many business-to-business (B2B) companies, selling new products and services to current customers is the pathway to growth. To get customers to spend more, though, B2B firms must prove they've...

  • For Infrastructure & Operations Professionals

    Report

    Report Ten Trends That Will Reshape Workforce Productivity In 2017

    Predictions: The Workforce Enablement Playbook
    December 15, 2016 | J. P. Gownder, David K. Johnson

    Infrastructure and operations (I&O) leaders responsible for workforce technology play a critical role in their companies' success in the age of the customer. To delight customers, your company's...

  • For Customer Experience Professionals

    Report

    Report Where Customer Experience Management Technology Can And Can't Help You Govern CX

    Tools And Technology: The Customer Experience Ecosystem Playbook
    November 11, 2016 | TJ Keitt

    Customer experience (CX) professionals are bombarded with technology that will supposedly let them manage their customers' experience. But do these solutions actually support the customer...

  • For Customer Experience Professionals

    Report

    Report Predictions 2017: The CX Quality Split

    Landscape: The Customer Experience Ecosystem Playbook
    October 31, 2016 | David Truog, Allegra Burnette

    The Customer Experience Index (CX Index™) leaders of 2015 barely improved in 2016, even as brands that had lagged behind caught up significantly. Does this herald a leveling out in 2017, with...

  • For Customer Experience Professionals

    Report

    Report Five Ways Service Providers Help Improve Customer Experience Management

    How CX Professionals Can Successfully Leverage Their Business' Outsourced CX Projects
    September 14, 2016 | TJ Keitt

    Businesses depend on consultancies, agencies, and tech services firms to design, develop, and deliver customer experiences. These interactions, irrespective of length or scope, should leave...

  • For Customer Experience Professionals

    Report

    Report Don't Let Government Derail Your Customer Experience

    Six Ways That CX Pros Can Drive The Conversation On Government Relations And Customer Experience
    August 19, 2016 | TJ Keitt, Rick Parrish

    In the race to create great customer experience (CX), companies are pushing the envelope on data collection, employment practices, product classifications, and more. Many of these innovations...

  • For Customer Experience Professionals

    Report

    Report Four Things That Smart Cloud Companies Know About Customer Experience

    Continuous Improvement: The Customer Experience Ecosystem Playbook
    August 9, 2016 | TJ Keitt

    Upstart companies with new digital offerings are disrupting industries. Successful newcomers can draw millions of customers in a short period of time, catching their incumbent competition...

  • For Customer Experience Professionals

    Report

    Report Introducing The B2B Tech Customer Experience Index

    Great B2B Customer Experiences Spring From A Series Of Positive Individual Interactions
    August 1, 2016 | TJ Keitt, Roxana Strohmenger

    Over the past decade, Forrester has used the CX Index to help consumer brands assess their experiences' business value. Now, we've created a version of the CX Index that addresses the unique needs...

  • For Customer Experience Professionals

    Report

    Report Integrate Your Business Partners Into Your End-To-End B2B Customer Experience

    August 1, 2016 | TJ Keitt

    Partners are essential contributors to business-to-business (B2B) customer experience (CX). Companies leverage partners for everything from developing and delivering marketing campaigns to...

  • For Customer Experience Professionals

    Report

    Report Ten Ways That The Cloud Can Power Government Customer Experience Innovation

    May 18, 2016 | TJ Keitt, Rick Parrish

    Cloud services promise to lower tech management operational costs, which entices government agencies in this time of constrained budgets. But the cloud also has the potential to improve government...

  • For Customer Experience Professionals

    Report

    Report How Companies Master Their Customer Experience Ecosystems

    Benchmarks: The Customer Experience Ecosystem Playbook
    May 11, 2016 | TJ Keitt

    The key to an excellent customer experience (CX) is a well-coordinated customer experience ecosystem. However, the complexity of this network of employees, partners, and customers makes...

  • For Customer Experience Professionals

    Report

    Report A Rosetta Stone For Translating CX Priorities Into Digital Realities

    The Four A's For Ensuring That Customer Experience And Tech Management Teams Speak The Same Language
    April 26, 2016 | TJ Keitt, Michael Facemire

    Customer experience (CX) professionals know that their businesses need digital experiences to thrive in the post-PC world. The challenge, though, is turning business demands for capabilities like...

  • For Customer Experience Professionals

    Report

    Report How To Spur Collaboration Across Your Customer Experience Ecosystem

    April 11, 2016 | TJ Keitt

    Customer experience (CX) ecosystems thrive on information-fueled collaborations. But the volume of data and the number of people involved in these interactions create barriers to effective...

  • For Customer Experience Professionals

    Report

    Report Transforming Customer Experience Requires A Service Provider Ecosystem

    Processes: The Customer Experience Ecosystem Playbook
    March 11, 2016 | TJ Keitt, Liz Herbert

    To lead in customer experience (CX), businesses need to operate in new ways to respond to customers' demands and competitive pressures. New technologies, such as mobile devices and cloud services,...

  • For Customer Experience Professionals

    Report

    Report Social Businesses Excel At Customer Experience

    Open Information And Knowledge Sharing Help CX Professionals Navigate An Evolving CX Ecosystem
    January 26, 2016 | TJ Keitt

    Customer experience (CX) ecosystems change rapidly. To help their businesses keep pace, CX leaders must help their companies share information and expertise with customers and partners — the...

  • For Customer Experience Professionals

    Report

    Report Brief: IBM's New Tools For CX Ecosystem Management

    The IBM Watson Portfolio Aims To Help CX Professionals Master Their Operating Environment
    December 16, 2015 | TJ Keitt

    In October 2015, IBM held its Insight conference in Las Vegas. Most customer experience (CX) professionals didn't pay attention — but they should have. IBM showed how its emerging data assets and...

  • For Customer Experience Professionals

    Report

    Report B2B Customer Experience Teams Shape CX Design And Delivery

    Six Companies Show The Proactive Role Customer Experience Teams Play In B2B Firms
    December 15, 2015 | TJ Keitt

    Business-to-business (B2B) firms increasingly believe that delivering a good customer experience (CX) is essential to their ability to win, serve, and retain customers. So how are these companies...

  • For Customer Experience Professionals

    Report

    Report Brief: What Dreamforce 2015 Tells CX Professionals About Connected Experiences

    Connected Experiences Pave The Way To Better Customer Experience Management
    October 26, 2015 | TJ Keitt

    Most customer experience (CX) pros may not have noticed Salesforce's Dreamforce — one of the world's largest software conferences — during the second week of September 2015. But this...

  • For Customer Experience Professionals

    Report

    Report B2B CX Professionals: Find The Full Range Of B2B Customers

    October 8, 2015 | TJ Keitt

    Customer experience (CX) professionals in business-to-business (B2B) companies have a difficult task: Determine the quality of a customer's experience when the customer is actually multiple...

  • For Customer Experience Professionals

    Report

    Report Head Off The Coming Retention Crisis In Your Customer-Facing Information Workforce

    Customer Experience Pros Must Help Their Business Build Compelling Experiences For Employees
    June 22, 2015 | TJ Keitt

    Years of sluggish job growth that trapped them in jobs with stagnant wages have killed employees' commitment to their organizations. That's especially true for employees in key customer-oriented...

  • For Customer Experience Professionals

    Report

    Report Customer Experience Organizations Must Change To Benefit From The Cloud

    Four Transformations Enable Businesses To Build Successful Digital Experiences In The Cloud
    April 24, 2015 | TJ Keitt

    New digital experiences are reshaping how people do everything from hailing a ride to accessing a document and cleaning their teeth. To keep pace with the disruptive upstarts delivering these new...

  • For Customer Experience Professionals

    Report

    Report Improve Customers' Experience By Improving Employees' Effectiveness

    Technology Vendors Provide A Path For Linking Customers' Success To Employees' Productivity
    April 10, 2015 | TJ Keitt

    The majority of information workers play roles that are critical to customers' success at each stage of the customer life cycle. But businesses have not removed the technical barriers to...

  • For Customer Experience Professionals

    Report

    Report Customer Collaboration Powers B2B Customer Experience

    Multiple Mutually Beneficial Relationships Within Client Accounts Underpin Business Growth
    March 25, 2015 | TJ Keitt

    Outstanding business-to-business (B2B) customer experiences ensure that every stakeholder in a client account gets the value they seek. Given the number of potential stakeholders in a given...

  • For Security & Risk Professionals

    Report

    Report Quick Take: Android For Work Upends Multiple Markets

    February 27, 2015 | Tyler Shields, Christian Kane

    On February 25, 2015, Google publicly announced its latest functionality updates to the Android OS, titled "Android for Work" (AFW). The efficiency and security improvements delivered by AFW will...

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